Leading IT Support Specialist

SoftConstruct; Johannesburg; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

SoftConstruct is seeking a Leading IT Support Specialist to coordinate regional technical support across African hubs. You will serve as the main bridge between regional teams and HQ, ensuring smooth deployment of updates and security protocols.

You will lead incident resolution and build a unified knowledge base and SOPs for consistency. The role requires 5+ years in IT operations leadership, strong ITSM and monitoring experience, and the ability to manage across time zones and cultures.

Qualifications

• 5+ years in a technical support leadership or IT operations management role.
• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Strong background in IT Service Management (ITSM) tools and incident management frameworks (e.g., Jira Service Management, ServiceNow).
• Hands-on experience with monitoring and observability tools (e.g., Datadog, Grafana, ELK stack).
• Solid understanding of network architecture, cloud operations, and security best practices.
• Proven ability to manage operations across different time zones and cultural contexts.
• Demonstrated ability to remain composed and effective during high-pressure outages or security incidents.
• Strong ability to analyze support data and propose long-term systemic fixes.
• Excellent interpersonal skills to communicate status to internal teams and HQ.
• Knowledge of English is required; additional languages are a plus.

Responsibilities

• Manage and optimize the technical support lifecycle across African regional hubs.
• Serve as the primary technical bridge between local teams and HQ; implement HQ updates regionally.
• Lead the resolution of critical production incidents to maintain platform availability.
• Develop and maintain centralized technical documentation and SOPs for regional consistency.
• Monitor regional IT health including server uptime, network connectivity, and deployment stability.
• Lead and coach a team of local technical support staff fostering excellence and proactive problem-solving.
• Provide regular performance reports to management and relay regional challenges to HQ.

Skills

Leadership in IT ops

IT operations management

English communication

Data analysis

Education

Bachelor’s degree in IT/CS

Tools

Jira Service Management

ServiceNow

Datadog

Grafana

ELK Stack

Job description

Are you GAME to JOIN US and be our new Leading IT Support Specialist?

SoftConstruct is on a search for a new player to join our team.

Job responsibilities

• Manage and optimize the technical support lifecycle across all African regional hubs, ensuring incidents are resolved within defined SLAs
• Serve as the primary technical bridge between local teams and HQ. Ensure that technical updates, security protocols, and infrastructure changes from HQ are effectively implemented and understood at the regional level
• Lead the resolution of critical production incidents, serving as an escalation point for complex technical issues affecting platform availability or user experience
• Develop and maintain a centralized repository of technical documentation, troubleshooting guides, and Standard Operating Procedures (SOPs) to foster consistency across regions
• Monitor regional IT health, including server uptime, network connectivity, and deployment stability, proactively addressing issues before they impact business operations
• Lead, coach, and manage a team of local technical support staff, fostering a culture of technical excellence and proactive problem-solving
• Provide regular performance reports to management regarding system stability and support metrics. Act as the feedback loop, relaying regional operational challenges to HQ to drive platform improvements

Required qualifications

• At least 5 years in a technical support leadership or IT operations management role. Prior experience in the iGaming, gambling, or high-volume transactional industries is highly preferred
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• Strong background in IT Service Management (ITSM) tools and incident management frameworks (e.g., Jira Service Management, ServiceNow)
• Hands-on experience with monitoring and observability tools (e.g., Datadog, Grafana, ELK stack)
• Solid understanding of network architecture, cloud operations, and security best practices
• Proven ability to manage operations across different time zones and cultural contexts. You excel at maintaining alignment between distributed teams
• Demonstrated ability to remain composed and effective during high-pressure outages or critical security incidents
• Strong ability to analyze support data, identify recurring technical patterns, and propose long-term systemic fixes
• Excellent interpersonal skills with the ability to communicate technical status clearly to both internal engineering teams and executive management at HQ
• Knowledge of the English language is required, and knowledge of any additional language is an advantage

Do you like to learn hard, work hard, and play hard?

Do you imagine better things, technologies, and the future?

If you answered “Yes” to at least two of these questions, then we might be a great fit for you.